Failed by Currys Terrible Customer Service

RS2OOO

RefluentBeans said:

I do feel for OP here. It’s not a great time to have delays. Are Currys adamant they sent it out? Like they know who picked, packaged and shipped it? 

As others have said, I would also typically not recommend Currys - they are a nightmare for aftercare. 

They are not adament that they sent the item out and they can't answer the latter points as only the "back-office" can investigate, taking the 14-21 working days.

Interestingly, the item is now showing out of stock.

I now fully agree with your last point! How times have changed from the high street stores I loved visiting while growing up.

born_again

RS2OOO said:

A replacement bought on Credit Card is an available option, but not the ideal nor correct option were you to follow Martin's advice to the letter about Christmas Spending etc.

As @HillStreetBlues rightly points out, I end up with vouchers I no longer want to use, and still have to find the money to pay off the card.

Yes, for sure, my lad will understand, no problem there, but considering I've had a year to plan Christmas and get it right, (the sort of thing I would say to my kids!!!), the failure is on me.

As for @Wonka_2 statement about physically buying from a store - The  previous poor experience I alluded to with Currys was exactly this. Used my day off work to go to Currys and buy something, a small £110 item, only to be told that whilst they are on display in-store they don't stock the item and it has to be ordered in and would be available to collect at a later date. I returned to the store on the later date and it hadn't arrived. Finally managed to collect on my 3rd visit. All said and done it had cost me around £12 in fuel and £6 in parking, and then due to a mistake I made with the parking on the first visit I got a £60 parking fine! That is part of the "journey" that led me to buy this latest item online.

A note on this. Look online & check the status of stock in local stores 👍

RefluentBeans

RS2OOO said:

RefluentBeans said:

I do feel for OP here. It’s not a great time to have delays. Are Currys adamant they sent it out? Like they know who picked, packaged and shipped it? 

As others have said, I would also typically not recommend Currys - they are a nightmare for aftercare. 

They are not adament that they sent the item out and they can't answer the latter points as only the "back-office" can investigate, taking the 14-21 working days.

Interestingly, the item is now showing out of stock.

I now fully agree with your last point! How times have changed from the high street stores I loved visiting while growing up.

I find it interesting how they adopt a Schrödinger like position here. Where the package is either missing or it isn’t - but no one can tell until after 14 days! 

I’m sorry it’s happened in Christmas - it’s not a fun thing to happen and it’s even worse at Christmas. Let’s hope that it’ll appear in the post in a few days! 

I always judge a company based on how they handle situations gone wrong (especially when it’s their !!!!!! up) and I haven’t really head too many good things from Currys recently. 

London2078

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

MorningcoffeeIV

London2078 said:

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

You need to send this to Currys, not us ...

Aylesbury_Duck

London2078 said:

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

This seems to stretch credibility...

MeteredOut

Aylesbury_Duck said:

London2078 said:

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

This seems to stretch credibility...

There’s 3 claims in that sentence; which bits are you challenging? 😁

I never get why people think that calling themselves a loyal customer will change the outcome of a complaint. I can just imagine the staff rolling their eyes; they simply don’t care.

Aylesbury_Duck

MeteredOut said:

Aylesbury_Duck said:

London2078 said:

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

This seems to stretch credibility...

There’s 3 claims in that sentence; which bits are you challenging? 😁

I never get why people think that calling themselves a loyal customer will change the outcome of a complaint. I can just imagine the staff rolling their eyes; they simply don’t care.

All three!  

I quite agree.  Large retailers tend not to care about loyalty, there are plenty of new customers to sell to, and people's principles are easily bought with the next good deal, discount or offer.  

RefluentBeans

Aylesbury_Duck said:

MeteredOut said:

Aylesbury_Duck said:

London2078 said:

I made an online purchase of a laptop from Currys on 30/11/2023. Unfortunately, the laptop did not meet my expectations and I decided to return your online team advice to return it to the nearest Currys store Westfield, Whitecity London store,as per their advise I returned it on 5th December 2023 to that store and it was collected by DPD from the store on 6th December. Also, I was informed that the refund would be processed promptly, I should get the refund within 5 days.

However, it has now been more than 26 days since the return, and I am still awaiting for the refund. I have contacted your customer service multiple times, and each time I have been assured that the refund is in process and that I should expect to receive it within 72 hours. Regrettably, these promises have not materialised, leaving me extremely frustrated and disappointed with the level of service I have received.

As a loyal customer of Currys for several years, I have always appreciated the quality of your products and the efficiency of your services. However, this experience has tarnished my perception of your company. 

This seems to stretch credibility...

There’s 3 claims in that sentence; which bits are you challenging? 😁

I never get why people think that calling themselves a loyal customer will change the outcome of a complaint. I can just imagine the staff rolling their eyes; they simply don’t care.

All three!  

I quite agree.  Large retailers tend not to care about loyalty, there are plenty of new customers to sell to, and people's principles are easily bought with the next good deal, discount or offer.  

Eh it depends how big the customer is - I know we used to have people who would spend thousands every year in our store and we knew them. Happy to bend the rules more so. But the key factor in how bendy the rules can be is the persons attitude - the amount of people who feel they have the right to whatever they wanted (extra discount, returning outside the return window, no receipts for cash purchases) and demanding it for them absolutely nowhere. The person asking, or explaining the situation was much more likely to have the rules bent. 

Jonboy_1984

born_again said:

RS2OOO said:

A replacement bought on Credit Card is an available option, but not the ideal nor correct option were you to follow Martin's advice to the letter about Christmas Spending etc.

As @HillStreetBlues rightly points out, I end up with vouchers I no longer want to use, and still have to find the money to pay off the card.

Yes, for sure, my lad will understand, no problem there, but considering I've had a year to plan Christmas and get it right, (the sort of thing I would say to my kids!!!), the failure is on me.

As for @Wonka_2 statement about physically buying from a store - The  previous poor experience I alluded to with Currys was exactly this. Used my day off work to go to Currys and buy something, a small £110 item, only to be told that whilst they are on display in-store they don't stock the item and it has to be ordered in and would be available to collect at a later date. I returned to the store on the later date and it hadn't arrived. Finally managed to collect on my 3rd visit. All said and done it had cost me around £12 in fuel and £6 in parking, and then due to a mistake I made with the parking on the first visit I got a £60 parking fine! That is part of the "journey" that led me to buy this latest item online.

A note on this. Look online & check the status of stock in local stores 👍

Fun with this is when they say “collect next day from xx:xx time.”. Most of their stores seemingly get a couple of depot deliveries a week via their in-house service, the other days they get these smaller items sent in via  a courier (admittedly not RM per OP’s current issues, but likely the cause of the one in the quote ) and potentially subject to the same delays as home delivery.